Technical Support Engineer

🔑 Key Responsibilities1. Technical Issue Resolution & SupportFrontline Troubleshooting: Serve as the first and second line of support via phone, email, live chat, and remote assistance, addressing technical inquiries from clients regarding software functionality and errors. System Diagnosis: Diagnose and resolve issues across key Gymoryx modules, including: Membership Management: Billing, payment gateway errors, membership renewal/freeze issues. Attendance & Access: Troubleshooting Biometric Integration (ESSL/Real Matrix) and Face Recognitioncheck-in issues. Mobile Apps: Issues related to the Member App and Instructor App (e.g., class booking, push notifications). Core Platform: Login/access issues, dashboard errors, and reporting generation problems. AI Feature Support: Troubleshoot and guide users on the operation of AI Workouts, AI Meal Plans, and the AI Health Chat Assistant. 2. Escalation & Product FeedbackEscalation Management: Accurately document, prioritize, and escalate complex or recurring technical issues (bugs) to the Level 3 Support and Software Development/Engineering teams. Root Cause Analysis: Perform preliminary analysis (e.g., checking system logs, recreating errors) to identify the root cause before escalation. Product Advocacy: Act as the voice of the customer by providing clear, detailed, and actionable feedback to the Product team to drive software improvements and feature enhancements. 3. Documentation & Knowledge ManagementKnowledge Base Creation: Develop and maintain high-quality technical documentation, FAQs, and step-by-step guides for the internal team and the customer-facing knowledge base. Ticket Management: Maintain accurate and timely records of all customer interactions, problems, and resolutions using our help desk/ticketing system ([e.g., Zendesk, Freshdesk]). 4. Client Guidance & TrainingNew Feature Rollouts: Assist with the smooth rollout and support of new Gymoryx features and platform updates. Proactive Education: Educate clients on how to best configure and utilize the software features, focusing on reducing repeat inquiries.